Aspect Communications Corporation

Aspect Telecommunications Corporation

Ben L Yip

Scott Sikora

Nakul M Lele

Henry Mingkeung Yeung

Timothy Merrell

Rajnish Tahiliani

An apparatus for routing a transaction message, such as for example a telephone call, e-mail, web chat request, video conferencing session, or non-call event, includes a queue engine and a transaction message router. The queue engine provides an integrated mechanism for queuing transaction messages of varying transaction types within a number of queues according to transaction type. Each queue within the queue engine may be dedicated to queuing transaction messages of a specific transaction type. The transaction message router functions to identify a queue within the queue engine within which a transaction message is to be stored. The identification of a queue by the router may be performed with reference to the transaction type of a transaction message, and with reference to context or addressing information associated with a transaction message. Transaction messages of all transaction types are serviced by a single resource allocator that distributes transaction messages from the queues of the queue engineto a resource, such as an agent.

Method and apparatus to queue a plurality of transaction messages

An apparatus for routing a transaction message, such as for example a telephone call, e-mail, web chat request, video conferencing session, or non-call event, includes a queue engine and a transaction message router. The queue engine provides an integrated mechanism for queuing transaction messages of varying transaction types within a number of queues according to transaction type. Each queue within the queue engine may be dedicated to queuing transaction messages of a specific transaction type. The transaction message router functions to identify a queue within the queue engine within which a transaction message is to be stored. The identification of a queue by the router may be performed with reference to the transaction type of a transaction message, and with reference to context or addressing information associated with a transaction message. Transaction messages of all transaction types are serviced by a single resource allocator that distributes transaction messages from the queues of the queue engine to a resource, such as an agent.

Method and apparatus for allocating mixed transaction type messages to resources via an integrated queuing mechanism

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Sunnyvale, CA, United States of America

Ben L Yip